Online booking portal information for Consultants

Converge International has launched our Online booking portal, which enables Customers (Clients) to manage their appointments, including commencing services, rebooking, editing and cancelling sessions for EAP services.

This guide will provide you some information to understand the online booking portal for Customers, how it interacts with your schedule and positioning statements to assist you when a client has a query relating to the portal.

How do Customers (Clients) access the online booking portal?

The Converge International online booking portal is a website which can be accessed on any smartphone, tablet or computer.

To use the portal, Customers will need to know their unique organisation code, which is distributed by their internal HR, Wellbeing or People team via email or available on their internal intranet, Wellbeing, People or HR sites. The client can then use the code to gain access and register for an online account to manage their appointments or commence services with Converge International.

The Organisation code is also shared with the Customer in their booking confirmation email, along with a link to the Online Booking Portal.

Customers can also use the same organisation code to access the online booking portal via the Converge International app, available for free from the Apple App Store or Google Play Store by searching “Converge International” in the App store.

How does the online booking portal interact with my schedule?

To ensure Customers can quickly and confidently book without waiting for the appointment to be accepted, the online booking portal can only source availability from your “Open” calendar. The online booking portal is unable to search your “Ad hoc” schedule.

When a Customer rebooks for their subsequent sessions, the online booking portal also uses your “Open” calendar to present to the Customer, when the Customer selects “rebook with same consultant”.

Can I book Customers (Clients) into my “Ad hoc” schedule instead?

No, you are not permitted to rebook Customers into your “Ad hoc” schedule, unless pre-approved by the User Support team. Rebooking a Customer into the “Ad hoc” schedule (if approved) can only by done by you via the Phoenix portal.

Consultants that only have “Ad Hoc” calendar/schedule types are not eligible for online booking search results. For these consultant types, continue rebooking your Customer via the Phoenix portal.

Can a Customer (Client) look for me to book specifically on the online booking portal?

A Customer can rebook with you directly via the online booking portal by going to the “Appointments” section then tap/click the “History” option to view past appointments. They can then tap/click the three dots on the right of an appointment to rebook with that same consultant.

New Customers cannot search for a specific consultant when commencing new services.

What if a Customer (Client) has an issue with online booking?

Common issues your customer may encounter with the online booking portal include:

• “Unknown issue has occurred” message during the rebooking process

• Unable to sign up to the online booking portal

• Organisation code isn’t accepted or recognised

• Unable to sign in or login issues

• Verification code issues

If a Customer has any of the above issues, the dialogue box which appears that indicates the issue or error will always have a “contact us” or “log a ticket” link for the Customer to submit a support request with the User Support team.

Alternatively, your Customer can be directed to www.convergeinternational.com.au/support then click Online Booking and Application Support to raise a ticket with the User Support team and they’ll assist the Customer.

You can also direct Customers to call us on 1300 687 327 24/7.

You can also continue to rebook them as normal via the Phoenix portal in the Quick View page.

Positioning statements

If your Customer is unable to think of a time for their next session, remind them that the online booking portal is available as a way to rebook themselves with you for the next session.

If the Customer needs to change, amend or cancel the session and reaches out to you, remind them that the online booking portal is available to them and can be used to action their appointment. Normal cancellation rules apply and they are reminded if they cancel a session within 24 hours of the start time, they will have a session deducted from their allocation.

If the Customer indicates a need for support with a different issue type, they can also use the online booking portal to create a new assist case for that issue (if eligible).

Customer-facing guides

You can view these guides that are shared with Customers to learn more:

Book your next appointment (rebook)

Register for online booking

Cancel an appointment

Updated Customer and Client terminology